Dialogue Cloud

Link UCC to WebAgent

Note Additional Anywhere365 WebAgent license required.

Introduction

For UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). An UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. functionality to be used in the WebAgent a link must be made first.

 

Requirements

  • WebAgent Service installed and configured, Learn More

 

Configuration

  1. Open the UCC Config page on SharePoint
  2. Open the Plugin Settings list
  3. Add the following settings:

Setting

Value

Scope

Prompt

ListsEndpoints

http://fqdn FDQN stands for Fully Qualified Domain Name and specifies the exact location in the tree hierarchy of the Domain Name System (DNS). An example for [hostname].[domain].[top level domain] is [www].[microsoft].[com]/webagentservice/api/v1/settings

Note URL needs to be accessible from the UCC Service to the WebAgent Service.

If on the same machine, you can use localhost.

ListsPlugin

 

PollingIntervalMinutes

15

ListsPlugin